Job Details
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Job Description
- Execute a well-defined Communication and Engagement model to ensure all of the teams understand the performance of Dorra business and also that they understand the needs of their teams
- Develop the team and support individual progression and learning
- Monitor team calls (live & recorded) and make sure that the calls KPIs applied.
- Support call center team by handling angry customers and respond to the transferred calls.
- Solve tricky escalations and crisis management situations
- Assist in handling customers’ calls especially in rush hours or absence of the team member.
- Prepare reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Prepare the daily/weekly & monthly reports.
Job Requirements
Education:
- Bachelor degree from a reputable university
Experience:
- (6-8) years of experience in any relevant fie
